Job Description & How to Apply Below
Language:
Proficient in Mandarin (Read + Write + Speak)
Job Description:
We are seeking an experienced and dedicated L1 and L2 Support Engineer to join our team. This role involves providing high-quality technical support to end users and the SD L1 team through various communication channels, including phone, email, chat, and web.
Key Responsibilities:
Provide L1 and L2 Support:
Respond to support queries via phone, email, chat, and web from end users or SD L1 team members.
Resolve issues efficiently, ensuring minimal downtime for users.
Customer Service Excellence:
Maintain a high degree of customer service for all support queries.
Adhere to service management principles, ensuring prompt and accurate responses to user inquiries.
Ownership of User Issues:
Take ownership of user problems and proactively address issues.
Follow up on unresolved issues to ensure customer satisfaction.
Call-Backs & Requests:
Perform call-backs for customer cases where they are unreachable and for any customer requests.
Proactively manage user expectations and timelines.
Trend Identification & Reporting:
Identify trends in calls and tickets and highlight them to Team Leads (TL) or Service Leads (SL) for confirmation of outages or escalations.
Ticket Management:
Create child tickets and associate them with problem tickets for tracking.
Ensure proper categorization and priority for each ticket.
Resolution Confirmation:
Call back the user to confirm resolution when applicable, ensuring the user's issue has been fully addressed.
Troubleshooting:
Troubleshoot a variety of technical issues, including but not limited to:
Outlook email issues, MS Office Suite, Web Ex, Cisco Any Connect VPN, browsers (Chrome, Safari, IE, Firefox), and other software applications as defined in the scope document and Statement of Work (SOW).
Active Directory, O365, VPN, Skype, Printer issues, etc.
Remote Support:
Provide remote assistance for handling emails and service requests using remote support tools.
L1 and L2 Technical Support:
Assist with resolving technical issues that fall outside the scope of L1 support or those requiring further escalation to L2.
Team Collaboration & Knowledge Sharing:
Participate in team discussions regarding technical and process updates.
Contribute to training sessions, ensuring teams are up-to-date on technical and process knowledge.
Helpdesk Experience (Preferred):
Previous experience in a helpdesk or voice support environment is preferred.
Excellent telephone manner and customer service skills.
Use of Call Logging Software:
Experience in using call logging software, such as Service Now, to log, track, and close tickets efficiently.
Operating System and Software Knowledge:
Strong understanding of Windows 10 and higher operating systems.
Knowledge of macOS is a plus.
Software and Hardware Configuration/Support:
Assist in configuring and troubleshooting both software and hardware issues, ensuring users are supported effectively.
Service Now
Experience:
Experience working with Service Now or other ticketing systems to log, track, and manage tickets.
Willingness to Work in a 24/7 Support Environment:
Willingness to work in a dynamic, 24x7 support environment, including weekends and holidays, ensuring coverage at all times.
Key
Skills:
Troubleshooting: Advanced troubleshooting skills for a wide variety of technical issues (e.g., O365, VPN, Skype, Active Directory).
Customer Service: Strong customer service skills, with the ability to handle calls professionally and effectively.
Technical Support: Proven experience in providing both L1 and L2 support, with expertise in IT environments and tools.
Operating Systems & Software: Proficient in Windows OS (Windows 10 and above) and macOS (preferred but not essential).
Service Now: Experience in using Service Now or similar ticket management systems to track and close issues efficiently.
Communication
Skills:
Excellent communication skills, both verbal and written, with the ability to explain technical issues to non-technical users.
Qualifications:
Previous experience in a helpdesk or voice support environment is preferred.
Strong technical troubleshooting skills.
Ability to work independently and in a team environment.
Willingness to work flexible hours, including weekends and holidays, in a 24/7 support setting.
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